Connections
Name one key behavior from Connections Pillar
Lobby Management
MTM Outreach
Service to Sales
What do we call our “introduction” of ourselves and what we do as our job, to a person before going into our customer first questions?
What is your Framing Statement or Value Proposition?
This tool and resource is an online financial education center, that can be personalized by your customers.
What is Money Mentor?
Found in the Connections Pillar, this tool and resource focuses on employees using soft skills when reaching out to customers that have had a significant change in their life
What is Moments That Matter?
When overcoming objections, it's important to use this technique so that your customer feels comfortable, valued and puts their trust in you.
What is the Feel/Felt/Found Technique?
This resource is a great way to help your customer with online services by showing them step by step how easy and convenient online services are.
What is Digital Demo?
When asking questions to our customers, we use this skill to help identify needs.
What is Active Listening?
Ask two of the Customer First questions in its entirety.
How has the last year been for you and your family?What were you most important goals? Were you able to accomplish them?
What are your most important goals/aspirations? Short/long term. When do you plan to achieve them? How are you planning on reaching them?
What is currently preventing you from reaching your goals? What is getting in the way/roadblocks?
To build and deepen relationships, it is important to do this after every customer interaction
What is schedule a follow up
This M&T services provides our customers with choices when making appointments and allows them to do so on their own terms.
What is Digital Appointment Setting?
These five tiers of the FFP guide us in understanding our customers needs and providing solutions
FFP
What are Building Wealth and Retirement, Protecting What's Important, Credit Management, Emergency Fund and Ways to Use the Bank?
Name three of the five resources in the Continue Pillar
What are:
Digital Appointment Setting
Appointment Summary
Money Mentor
Digital Demos
Email Resource Site